ComplaintsforHP Incorporated
Network Computers
Multi Location Business
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Complaint Details
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Initial Complaint
11/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Shipped a computer off for a warranty repair for a bad battery and the warranty expired while it was at the facility and they denied the claim due to 'physical damage' but provided no photos and the device had no physical damage when it was shipped in. The device has no been there since July and have not received any calls or emails from ** regarding this device. I called and spoke with someone at the facility last week and they informed me that it would be shipped in 2 days but never received it or any emails about the status. I have attached the most recently opened claim used to try and get info.Business response
11/15/2024
HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 1-2 business days.
Regards, *******Customer response
11/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
11/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought an hp laptop with a care pack in mid September. ** did not automatically register the care pack. I tried registering the care pack on the registration website but the website is not working. I tried the registration phone number and get a recording that they cannot take my call at this time and to call back later.Customer response
11/12/2024
I got this complaint resolved. Please close the complaint
Initial Complaint
11/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Nov 1, placed an order (Hp all in plan) with 30 day free trial at ******* with sales agent on the phone. Was told printer will arrive Monday Nov. 3. Printer did not arrive, checked order status, listed as processing. Called customer service and told it would arrive Nov 4. No delivery, called again status still shows as processing. Asked to cancel order since it did not ship, company refused and told stated printer is arriving today, I said great please give me the ***** tracking number. Agent (*****) told me I did not need a tracking number, and instructed me to call ***** and to give my hp order number and email address to ***** to track shipment. Agent insisted I did not need a tracking number and shipment would arrive this afternoon. To humor this agent I made a conference call to ***** . Agent then mumbled and call was disconnected. This prompted another call to *******, another agent who stated I did need a ***** number, they are backlogged , no idea of when printer might ship. I inquired about the 30 day free trial period and was informed that started on Nov 1, I am now in left with 25 days of free trial and no printer.Business response
11/06/2024
HP All-in-Plan (AIP) Case Manager has been assigned case **********. The Customer will be contacted within 1-2 business days.
Regards, *******Initial Complaint
11/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a HP printer that works half of the time. ** support takes forever to respond, never gives me a solution and they o my try to sell ink.Business response
11/06/2024
HP Case Manager has been assigned case **********. The Customer will be contacted within 1-2 business days.
Regards, *******Initial Complaint
11/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a laptop in 2021 online though ******, upgraded the memory on it by selecting the memory from the customizable options. I also bought a business warranty. The warranty covers free pickup and repair for any damages to the laptop. In February of 2024, I noticed that my insurance wasn't on my account, so I called to inquire. They told me it is there but it wasn't the right one (which was at that time questionable because I was sold that insurance by their company. It was one of the choices they gave me as an upgrade). So, I shelled out some more money to buy the right one. Now my laptop monitor has an issue. There is an internal problem with some of the pixels. When I called for technical support, ** said initially that they cannot honor my insurance because I upgraded. This made me really angry because I bought the laptop from them, upgraded it via the choices they offered me online. Now they are saying that because I picked an upgrade option, I cannot have it fixed. This doesn't even make sense. ** was the one who offered me the upgrade and the insurance.Business response
11/06/2024
HP Case Manager has been assigned case **********. The Customer will be contacted within 1-2 business days.
Regards, *******Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an HP laptop in late 2022. The charging cord that came with the laptop was faulty and stopped working. It did not even last one year. So, I purchased another charging cord. Again, this one stopped working within the year. I have tested it on other identical HP laptops and checked my computer with other identical cords. It is the cord. The cord is faulty, again. The cord, on its webpage, says it comes with a one-year warranty. When I purchased the cord on Nov 6, 2023, I did so with the information that it came with a one-year warranty. In July, the cord stopped working. I have contacted HP 5 times to request a replacement cord. Each time I am denied for a different reason. I have been told the cord is only warrantied for 90 days (why advertise a one-year warranty then?) by one representative, while another told me that since my laptop is over one year old they cannot honor the cord warranty. I told him it was not the original cord that came with the laptop, but he insisted that any cord I buy is only covered under the warranty of my (most recent) laptop. This is contrary to what is advertised. Another representative flat out refused to help, insisting that the only way to resolve the issue was by calling an automated phone system that would never put me through to an actual person, but instead stick me in an infinite loop of asking my serial number. Another representative sent me a link to a page that said "Sorry this page was not found" and refused to help further. I have transcripts from my chats with customer service as proof. I am fed up. I have spend upwards of 10 hours trying to resolve this over the course of several weeks. ** has not honored my warranty and their representatives have been rude and unhelpful. I am a software engineer. I know how to use technology. And it has been impossible for me to get help. Further, there are important things on my laptop that are now inaccessible because of **'s faulty product.Business response
11/05/2024
HP Case Manager has been assigned case **********. The Customer will be contacted within 1-2 business days.
Regards, *******Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought the HP-23,8 from BestBuy in June but didn't open the box for three months as I was able to get my i-Mac to stop crashing. When it did, I set up the HP-23.8 and discovered that it had no working camera. *******'s Tech Geek Squad worked with it virtually and determined that it was a manufacturers' defect. I am disabled and must work virtually to sustain my life. With no camera, I lost my job and income. I tried to use the computer to apply for jobs but it started being inundated by some black square and many lines that made it impossible to use. I contacted ** today and, (see attached chat, yes I got very upset with their lack of professionalism), and they said I could send it to them for repair for $300 to $400. That is for a computer with multiple manufacturer's issues that cost $700. It must be replaced or my money refunded. The cost of losing my livelihood could result in litigation. I prefer a refund so I can purchase a computer from a reputable company. Time is of the essence as I am single, disabled and desperately in need of funds to meet my invoices.Business response
11/05/2024
HP Case Manager has been assigned case **********. Case Manager attempted to contact the Customer two separate times 11/5/2024, to discuss possible CID (Customer induced damage) on HP All-in-One Desktop PC 24-cb1000i, after the first ring the call drops. Customer's comments have been documented.
Regards, *******Initial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a printer for $200 and did an instant ink subscription for 6 months. I did not use one cartridge during the trial because it took 8 months to use my introductory cartridge that came with the printer purchase. The ONE cartridge that I was sent did not work because the trial was over. I purchased a generic cartridge and I can no longer print at all. I upgraded to a new HP printer because I needed a feed scanner. The old HP printer I had allowed me to use generic cartridges! I wasted money getting my own toner, I have contacted HP multiple times to activate the FULL instant ink cartridge (reactivated instant ink again), I was told the full cartridge that I received during the trial cannot be used and they sent another one. I also contacted ** on why my generic won't work (keeps validating instead of ready status). I should be able to use the ink of my choice! I have an ** account with my email address to validate my purchase of this printer.Business response
11/05/2024
HP Instant Ink Manager has been assigned case ********** and will contact the Customer within 1-2 business days.
Regards, ******.Initial Complaint
11/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an HP laptop from ****** on 10/10/2024, I have used the laptop for less than 30 days and the port inside the laptop "broke" they say. I have no idea how it was charging fine earlier on 11/2/2024 and then I unplug it and took it home and plugged it back in to finish charging and it will not charge now. I reached out to ** because I have a warranty and they told me that because i only have a "standard" or "basic" warranty that it does not cover "accidental damage" done by me. what damage it was working fine i unplugged it at work, put it in my bag, took it home and plugged it back in. there is nothing I've done different over the 24 days I've had the device. Now they want to charge me $335 to fix the laptop charging port when I didn't even spend that much on the laptop. This is NOT ok in my opinion. I have a warranty it's less than ************************************************* my eyes.Business response
11/04/2024
HP Case Manager has been assigned case **********. The Customer will be contacted within 1-2 business days.
Regards, *******Customer response
11/04/2024
Complaint: 22506710
I am rejecting this response because: while I have received a call from the case manager assigned to the case there has not been a resolution as of yet. Once there is a resolution I will notify the BBB
Sincerely,
******* *****Business response
11/05/2024
Customer's comments have been documented.
Regards, *******Initial Complaint
11/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On the evening of Monday 28th October, I purchased a computer (Desktop PC) from the ** online store. It was delivered on Wednesday 30th October. On Thursday 31st October the computer would not power up. I checked all the power cords etc. and they were all OK. Today, Friday 1st November I tried for over 4 hours to get hold of customer support, but I was unable to get past the bots, both online and by phone, They both ended the contact when the serial number was not recognized. (I had not yet entered it) I attempted to register it and after I filled in all the details 4 times, twice on 2 websites and in all cases, the details would not send. I DID managed to get person on the "chat" in sales but h was unable to help (transcript available if required)Business response
11/04/2024
HP Shopping Manager has been assigned case ********** and will contact the Customer within 1-2 business days.
Regards, ******.
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Contact Information
Customer Complaints Summary
2,427 total complaints in the last 3 years.
859 complaints closed in the last 12 months.